Customer Service Representative

Job Summary:

As a Customer Service Representative, you would be the face of our company to our customers and service area. The Customer Service Representative is responsible for assisting our customers by troubleshooting service, pricing, and technical problems through a questions-based, fact-finding process. Our Customer Service team guides our customers in determining the best service package for them through our needs-based approach.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Quickly and accurately input customer data to initiate and complete service orders, new installs, and customer requests
• Complete disconnect, transfer, and seasonal downgrade orders and update customer records to reflect the change
• Apply customer check, cash, and credit card payments; review accounts for returned payments and notify customer
• Must be organized and detail oriented to coordinate technician schedules for service calls and installations
• Respond to customer complaints and concerns in a kind, courteous matter and provide resolutions
• Responsible for running regular monthly processes such as non-pay disconnects, late fees, and the collections process

Required Skills/Abilities:

• Must be a quick learner and able to articulate complicated service, billing, and product features to customers

• Must be able to work independently and make quick, rational decisions

• Must be able to learn and navigate Microsoft Office products as well as our CRM system

• Must be well organized and able to multitask in a fast-paced environment

• Must be able to de-escalate upset customer calls using the tools available to you

• Exceptional interpersonal and communication skills, both verbally and in writing

• Must be fluent in both English and Spanish

• Basic math skills and typing skills (40 WPM required)

Education and Experience:

• Must be at least 18 years of age
• High School diploma or equivalent
• Must pass a post-offer background check

Physical Requirements:

• This position requires long periods of sitting and staring at computer screens
• Must be able to independently lift up to 15lbs at times